Vice President Support Services (AI)

TL;DR

Vice President Support Services (AI): Strategic leadership of the Support Services organization to ensure exceptional customer experiences and operational excellence with an accent on AI-driven capabilities and digital transformation. Focus on implementing AI to enhance self-service, automating repetitive workflows, and driving multi-million-dollar recurring revenue growth.

Location: Texas, United States

Salary: $155,000 - $170,000 USD per year

Company

hirify.global provides specialized software solutions for government and public sector entities.

What you will do

• Develop and execute strategic plans for the Support Services organization aligned with long-term business objectives.
• Define and implement an AI strategy to improve customer experience, increase employee productivity, and automate repetitive work.
• Drive financial performance by managing multi-million-dollar recurring revenue and optimizing the revenue-to-OPEX ratio.
• Serve as the executive point of escalation for critical customer and operational issues to ensure timely resolution.
• Lead and mentor a high-performing team of managers and support professionals, fostering a culture of AI adoption.
• Optimize key performance indicators (KPIs) for customer satisfaction, service quality, and operational efficiency.

Requirements

• Bachelor's degree in Business Administration, IT, Computer Science, or equivalent professional experience.
• Minimum 10 years of customer support leadership experience, including at least 5 years in a senior executive role.
• Proven track record in organizational transformation and practical adoption of Artificial Intelligence (AI).
• Strong executive communication, coaching, and relationship-building skills.
• Experience managing departmental budgets, forecasting, and utilizing CRM and ticketing platforms.
• Must be based in Texas, United States.

Nice to have

• Deep understanding of AI copilots, predictive analytics, and knowledge optimization for SaaS customers.
• Experience implementing AI technologies while balancing governance, security, and customer trust.
• History of building innovation-focused organizations based on data-driven decision making.

Culture & Benefits

• Culture of continuous learning, accountability, and high performance.
• Focus on digital transformation and leveraging emerging technologies.
• Collaborative environment working closely with Product, Engineering, and Sales teams.